comcast and vpn issues

I have a user that has a Dell laptop that is all up to date, no viruses, malware, etc... Very clean machine. Has had no issues with it what so ever and I have checked it throughly for issues but have not found any.

They take the laptop home and connect to VPN through there ISP provider Comcast. They have never had issues with using VPN before with comcast, they could connect, access Outlook, Accounting Software, Mapped Network Drives, Internet, etc.... It might have been slow at times but thats VPN for ya.

Comcast then came out about a month ago and swapped out her Modem with an All in one Modem and everything still runs fine except for the VPN.

She can access the VPN just fine, she can even use the Accounting Software for the most part, for instance when she runs a report it won't load the report in Crystal Viewer, She also cannot connect to her outlook at times, it will just drop the connection, also no Internet can be accessed and she also cannot access our webmail website.

I told her to call Comcast and tell them to open all ports and allow VPN because I cannot think of a reason why its just happening to her. I have seen this issue before, infact its happened to me and I just called comcast and talked to the managers manger and they did something and I've never had an issue since. Course I bought my own Modem and Router and not using theres. This user however doesn't want to do that.

I have google searched this and have found that it does exist out there and most everyone is saying to get a new modem. I have no idea what Modem she has but I can found out tomorrow.

My question is, has anybody seen this and is this the only solution to buy your own modem or is there some trick to getting this to work.

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I've had similar issues with those all-in-one boxes (Cable modem, router, WiFi AP and VoIP). After fighting with it for days, I have them put it in bridge mode (some call it passthru or transparent). Then everything works fine. The downside is that you lose the WiFi and VoIP functionality.

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